Job Description

Key Concepts is looking for a Program Manager to manage End User Services for an Enterprise services program including Service Desk, Desktop Support, Asset Management, Equipment Deployment, Security and Vulnerability Remediation Event Monitoring and other key IT Service Management processes. The Program Manager is responsible for coordinating the execution and performance of the internal operational staff to ensure that service levels are achieved, ensuring standards, policies and procedures are created and followed to provide effective service delivery. Managing all aspects of a Technical Services and End User Support contract with approximately 11,000 end users.  The scope of work includes Tier 2 help desk, desk-side support, inventory management, equipment deployment, and VIP White Glove services. The Program Manager will own the client relationship, coordinate service delivery to ensure SLAs are achieved, monitor compliance with client policies and procedures, and manage internal and external reporting.

Primary Responsibilities:

• Inspire, lead, and direct a diverse staff of IT technicians
• Lead staff recruitment, supervision, development, evaluation and disciplinary actions.
• Manage technical service and end user support staff operations
• Drive continuous service improvement and innovation
• Primary point of contact for client and all escalated support issues
• Analyze Service Management data and metrics to identify trends and potential areas for further investigation and/or improvement
• Advise management on situations that may require additional client support or escalation
• Ensure the optimal staff skills and scheduling to meet SLAs within program budget
• Develop and implement IT Service Management policies, processes, procedures, and methods

Required Skill/Experiences:

• Experience managing similar IT technical support programs
• Excellent client relationship management skills
• Experience working in a fast paced environment with competing priorities
• Ability to communicate clearly, concisely, and professionally and effectively explain technical information to a non-technical audience
• Understanding of financial reporting, budgets, and managing fixed-price contracts

DESIRED SKILLS AND QUALIFICATIONS:

• Ten years of hands-on experience delivering IT technical services to end users
• Three years managing a Technical Services and End User Support contract similar in size, scope, and complexity

Education and Certifications

• Bachelor’s degree in a relevant field from an accredited university
• Current Project Management Professional (PMP) certification
• ITIL Foundations certification
• Help Desk Institute certification helpful

US Citizenship is required for Public Trust Clearance